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Home > Computers and Information Technology > Software > CRM & Customer Service
2008 Trends to Watch: Contact Center Markets and Technologies
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| Published Date:
February 2008
Published By:
Datamonitor
Page Count:
9
Order Code:
R313-30285
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- DATAMONITOR VIEW
- CATALYST
- SUMMARY
- ANALYSIS
- Hosted contact centers will reach prime time
- Home-based agents can save costs but also attract a new pool of labor
- Accessibility of Workforce Optimization Technologies (WOTs)
- Distributed agents and environments will be powered by presence in 2008
- Mid-market applications will flourish
- Web-based reporting
- Unified communications (UC)
- Desktop optimization
- Workforce optimization technologies will mushroom as enterprises turn chaos into predictability
- Speech analytics
- Consolidation by WOTs vendors will lead to cheaper prices
- Real-time eCoaching
- Partnership and channel strategies will be shaken up to initiate change
- APPENDIX
- Definitions
- Agent position (AP)
- Contact center
- Methodology
- Further reading
- Ask the analyst
- Datamonitor consulting
- Disclaimer
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